Software Support Specialist

Salsa Labs Austin, TX

At Salsa, we're not your typical SaaS company - we represent a community of more than 3,000 nonprofit organizations. We support our clients' efforts to do everything from ending hunger to eliminating nuclear weapons to providing playgrounds for children. We want our clients to use our software to change the world – and to do that, we need dedicated, energetic Software Support Specialist to show them the ropes and provide exceptional tech support via phone, email and chat.

Job Responsibilities:

* Explain technical concepts and processes in a patient, simple, straightforward manner via phone, email, and online chat with our nonprofit clients

* Diffuse tense situations and put customers at ease

* Think critically to solve customer tickets, and provide creative solutions in a timely manner

* Strive for one-call resolution, follow up with customers as needed on outstanding support tickets to bring tickets to close

* Take customer support calls during scheduled call shift

* Direct clients to online training and job aid resources when applicable

* Update client tickets and notes within Jira and Zendesk ticketing systems

* Maintain high customer satisfaction and quality scores as outlined by management

NOTE: This position may entail working a rotating evening shift (usually every 6 weeks for one work week). Our standard support hours are from 8am – 8pm EST. Most Software Support Specialists work a standardized shift.

What We're Looking for:

* Experience working in Zendesk or similar ticket system

* Minimum 1 year experience providing customer service or technical support for a tech product via phone, email and/or chat

* Familiarity with web technologies such as CSS, HTML, Javascript, JQuery, and MySQL

* Exceptional organizational skills that allow you to work under strict deadlines and quickly prioritize tasks

* Impeccable attention to detail, particularly with written communications

Benefits of Working at Salsa Labs:

Aside from working with smart, passionate Salsa employees, having uncapped growth potential and an awesome work/life balance, this position includes a competitive suite of benefits. Benefits include health, dental and vision insurance, 401K with immediate enrollment, life insurance, short and long-term disability insurance, paid holidays, unlimited paid time-off and no dress code!

Location & Work Environment:

Our office is located at 7800 Shoal Creek Blvd, Suite 134S, Austin, TX 78757. The work environment is casual and relaxed, yet high energy.

EEO Statement: Salsa Labs, Inc. provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. We seek to build a diverse staff representative of the communities we serve. All qualified applicants are strongly encouraged to apply.

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